Enterprise Customer Success Manager

$120,000 - $140,000/Yr

Contentsquare - Washington, DC

Full-time

Washington, DC

Publishing Industries

About the position

As a member of the Enterprise Customer Success team, you will play a crucial role in maximizing customer lifetime value and driving revenue growth within a multi-million dollar portfolio of post-sales customers. This position focuses on building and maintaining strong relationships with key stakeholders, providing strategic guidance, and ensuring customer satisfaction throughout their journey with the company.

Responsibilities

• Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors.
• Demonstrate an intimate understanding of the customer’s business, opportunities, challenges, objectives, and overall data maturity.
• Prepare and lead strategic meetings with executive leadership to advance customer maturity and adoption.
• Align partnership activities with key business objectives and measurable value outcomes.
• Act as the main point of contact and advocate for customers internally.
• Collaborate cross-functionally with other departments to ensure partnership and renewal success.
• Hold regular calls with customers to strategize on product usage and drive accountability to execution.
• Contribute to the customer's digital CX strategy and optimization roadmap.
• Drive renewals to successful completion in collaboration with Sales to achieve retention targets.
• Identify and drive growth opportunities contributing to upsell targets.
• Share best practices, thought leadership, and industry trends with senior stakeholders.

Requirements

• 5-7 years experience in Customer Success Management or a similar consultative, customer-facing role.
• Strong track record of supporting change management and driving adoption, renewals, and upsells in a SaaS or subscription-based business.
• Outstanding organizational and project management skills.
• Exceptional relationship management skills, particularly at the executive level.
• Self-motivated and innovative orientation, with effective collaboration skills across departments.
• Operational rigor and accuracy.
• Proficiency with Command of the Message Framework, MEDDIC, and other go-to-market frameworks.
• Analytics mindset, comfortable analyzing digital customer experience metrics.
• Proficient understanding of web and mobile app architecture, design, and development.
• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.
• Exceptional communication and negotiation skills.

Benefits

• Competitive salary range of $120,000 - $140,000 per year based on experience and location.